KENYA AIRWAYS’ REVISED ADM POLICY EFFECTIVE 1 APR 2017-Updated in SEP 2018. SCOPE: KENYA AIRWAYS will issue ADMs/invoices to collect amounts or make adjustments to all Travel Agents and Staff transactions related to the bookings, ticketing, sales and refund as per IATA Res 850M and 830A. This policy applies to all GDS subscribers including travel agents and any person or entity accessing Kenya Airways internal reservation system content via the Internet or any other electronic means. It is the responsibility of the GDS subscribers to ensure that all of its employees, agents and contractors, in all of its locations are familiar with this policy. The scope of the audit not exhaustive will be applied to what is mentioned in the matrix below; ADM Matrix Following matrix defines different violations or non-compliance practices which will result in the issuance of ADM i.e. a debit will be raised to the booking/ticketing agent. Violations Scope of Audit Outcome Cost Recovery Fee Churning The act of repeatedly cancelling and rebooking the same or different itinerary for the same or different classes across one or more GDSs is defined as churning .If segments in a PNR are rebooked more than 4 times after cancellation by TTL or airline, ADM will be raised for the excessive churn cost amount. Debit will be raised to Booking/Ticketing agent UPTO 31JUL18 CRS abuse fee of USD 15 per segment per passenger will be applied the 5th and consecutive times. This is regardless if the PNR was ticketed afterwards. From 01Aug 2018 Onwards. Abuse penalty of USD5 per segment per passenger will be applied the 6th and consecutive
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KENYA AIRWAYS’ REVISED ADM POLICY EFFECTIVE 1 APR … · KENYA AIRWAYS’ REVISED ADM POLICY EFFECTIVE 1 APR 2017-Updated in SEP 2018. SCOPE: KENYA AIRWAYS will issue ADMs/invoices
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KENYA AIRWAYS’ REVISED ADM POLICY EFFECTIVE 1 APR 2017-Updated in SEP 2018.
SCOPE: KENYA AIRWAYS will issue ADMs/invoices to collect amounts or make adjustments to all Travel Agents and Staff transactions related to the bookings, ticketing, sales and refund as per IATA Res 850M and 830A. This policy applies to all GDS subscribers including travel agents and any person or entity accessing Kenya Airways internal reservation system content via the Internet or any other electronic means. It is the responsibility of the GDS subscribers to ensure that all of its employees, agents and contractors, in all of its locations are familiar with this policy.
The scope of the audit not exhaustive will be applied to what is mentioned in the matrix below;
ADM Matrix
Following matrix defines different violations or non-compliance practices which will result in the issuance
of ADM i.e. a debit will be raised to the booking/ticketing agent.
Violations Scope of Audit Outcome Cost Recovery Fee
Churning The act of repeatedly cancelling and rebooking the same or different itinerary for the same or different classes across one or more GDSs is defined as churning .If segments in a PNR are rebooked more than 4 times after cancellation by TTL or airline, ADM will be raised for the excessive churn cost amount.
Debit will be raised to Booking/Ticketing agent
UPTO 31JUL18 CRS abuse fee of USD 15 per segment per passenger will be applied the 5th and consecutive times. This is regardless if the PNR was ticketed afterwards. From 01Aug 2018 Onwards. Abuse penalty of USD5 per segment per passenger will be applied the 6th and consecutive
times. This is regardless if the PNR was ticketed afterwards.
High cancellation rate
A cancellation of more than 75% of the bookings for flights departing within the month. This is regardless of the time the bookings were generated.
Debit will be raised to booking/ticketing agent
A fee of one (1) USD will be applied per passenger segment booked above the 75% limit.
Ticketing information (Fictitious, Test or Training Bookings )
Verification on bookings created with fictitious names and ticket numbers.
Debit will be raised to Booking/Ticketing agent
USD 20 per segment, per passenger
Speculative bookings
Bookings made when no definite passengers exists, in anticipation of possible sale. Bookings created in higher classes that are released close to departure to make seats available in lower classes.
Fixed amount USD300 per passenger per segment
Booking and ticketing of infants
Verification of bookings with INF where status is on HN. Passengers travelling with Infant must have INF SSR present and confirmed in their PNR. No ticket should be generated when the request is on HN or UC status. No manual building of TST (Automatic stored ticket) for ticketing purposes. Exemptions will be where there is no published one way fare permitted on a percentage of a published round trip fare
Debit will be raised to Booking/Ticketing agent
A penalty of US $ 50 per ticket plus suspension of both parent and infant ticket
Private & Corporate fares Abuse
Where we have Private or other special fares, and agent does not
Debit will be raised to Booking/Ticketing
Difference between fare paid and first
adhere to the pax eligibility criteria or fare rules and conditions. An ADM will be sent to the travel agent where passengers holding tickets with special Tour Operator fares are not eligible to travel with these fares, for instance when a Tour Operator fare is sold Without any additional services or if the minimum required level of these services (in regard to KQ rules) is not reached. Applying corporate discounts on tickets sold to passengers who are not employees of the contracted corporate.
agent unrestricted public fare in the same cabin.
Contractual missing or incorrect information on the ticket
Such as but not limited to; -Corporate Information - Ticket Designator/tour code -special fare basis - Ticket Number on EMD or missing EMD number on the Ticket -Fare Calculation box in case of reissue
Debit will be raised to Booking/Ticketing agent
A fixed amount ADM of 50 USD will be raised (in addition to another ADM amount e.g. fare difference if needed)
Commissions, service fee, surcharges and taxes violations
Incorrect collection of taxes and surcharges, Missing taxes/surcharges ,Wrongly altered taxes/surcharges, and Already used taxes refunded by mistake
Debit will be raised to Booking/Ticketing agent
Fare/tax/ commission difference
Use of correct SSR codes
KQ will accept SSR requests only when the relevant SSR codes are confirmed and booked correctly. Any cost incurred due to wrong booking of the SSR shall be pushed to the originator of the booking
Debit will be raised to Booking/Ticketing agent
USD 50 per segment per pax plus any cost incurred
Group Bookings/ Conditions specified in Debit will be Plating on a
Hidden group
the KQ groups tool contract will be audited such as fare, taxes and surcharges, number of passengers travelling (minimum 10 passengers). Groups must be plated on the airline ticket stock specified in the group section of the distribution contract between agent and KQ. Non-materialisation of group (less than 10 clients travelling) are charged retrospectively per ADM for each No Show passenger. ADM is calculated with a fixed amount. Verification on multiple individual ticketed PNRs created for large groups which expressly prohibited as against KQ Group Policy and Procedures.
raised to Booking/Ticketing agent
different carrier ticket stock than specified in the contract will raise an ADM of 100 USD for each ticket. Non-Materialisation per pax. Short Haul-80 USD), Medium Haul 150 USD Long Haul 350 USD Hidden Groups- fixed amount of USD 150 per passenger
No show segment for a void/refund Ticket
Verification of holding bookings with voided/refunded/fictitious tickets without cancelling the booking.
Debit will be raised to Booking/Ticketing agent
USD 350 per one way routing per passenger for any un ticketed / voided / refunded tickets with booking still live in the system. From 01Aug18 for Journeys within domestic Kenya only- charge USD200 per passenger. In all other cases of NO-SHOW, charges will apply as per fare rules.
Misplating subject to IATA resolution 852
Abuse of carrier identification plate(CIP)/plating conditions on KQ/OAL plate where the fare rule/fare note does not allow to do so, regardless if the ticket is auto or manually priced. This could also occur in the case when Private fares of other airlines are used on KQ ticket stock or for any other fares for which KQ plate is not allowed (pricing rule: "sales restriction and flight application"). Exemptions ; Fare of the following airlines may be issued on KQ document if their fare rules allow ; AF/KL/DL/PW
Debit will be raised to Booking/Ticketing agent
If a case of Misplating, the following penalties will apply; Economy Short haul-100 USD), Medium Haul 300 USD Long Haul 450 USD Business Class Short haul-200 USD), Medium Haul 400 USD Long Haul 650 USD
Wrong Routing not permitted on third carrier / wrong booking class on third carrier.
In case of wrong booking class or routing not permitted, ADM will be raised.
Debit will be raised to Booking/Ticketing agent
Penalty will be based on the applicable fare as per the billing carrier plus USD 20 administration fee
Abuse of Special Prorate Amounts ( SPA’S)
KQ’s documents shall be issued when the fare to be collected is based on a through constructed fare. NO SPA stand alone sectors shall be sold without combination with KQ’s fares/sectors.
Debit will be raised to Booking/Ticketing agent
If STAND ALONE SPA AMOUNT USED AS A FARE is detected the issuing AGENT or GSA shall be billed for FULL IATA FARE(excluding excursion and Apex) from point of origin to destination of the itinerary PLUS USD 250 for misuse of interline prorates . Where Full IATA fares as explained above are not available,
the highest carrier cabin fare applies as per the sector flown.
Inactive and Passive Segments
Verification on agency bookings with segment status HX/UN/NO/UC/US etc. otherwise known as non-productive segments. The agent undertakes to delete from the PNR all flight segments with a status HX/NO/UC/UN (*) latest 24 hours before departure or be subjected to a fixed fee as per stated penalty. Any booking that does not reserve a seat in the airline inventory and is a duplicate of a live booking, i.e. bookings with status codes ending with K (except ‘HK’), or BL, ML, GL, PL. Industry standards require that Passive segments be used “for the purpose of ticketing” only after a booking has been made in an airline inventory system. If a passive segment is rejected by KQ then the passive segment should be cancelled immediately by the agent to avoid unnecessary GDS fees to KQ. Any passive cancelled within 24hrs to flight departure is chargeable.
Debit will be raised to Booking/Ticketing agent
US$15 per segment, per pax
Name update fee
Where name update fee is not collected on KQ stock only.
Debit will be raised to Booking/Ticketing agent
Applicable name update fee as per KQ policy
Schedule change
Segments created due to schedule changes e.g. TK, TL should be cancelled by the agent to avoid double costs and agent accept schedule changes or
Debit will be raised to Booking/Ticketing agent
US$15 per segment, per pax
rebook passenger as deemed appropriate. Un-actioned Schedule change costs are very expensive and must be cleared from the queues urgently and in accordance with IATA standards. For any schedule change made during non working hours but are for future dates, these must be actioned by the agent the next working day.
Duplicate PNRS by same Agent
Verification on created duplicate PNRS for same passenger.
KQ does not allow customers to hold more than one reservation to /for travel on, or around the same date for bookings created by the same agent.In case of cancellation of those duplicate bookings by KQ, a fixed amount per passenger and per cancelled segment will be raised
Debit will be raised to Booking/Ticketing agent
Fixed amount USD100 per passenger
Duplicate segments
Creating multiple one way itineraries for one passenger in the same PNR is PROHIBITED. It causes problems during check-in and processing upgrades and reissues.
In case of cancellation of those duplicate bookings by KQ, a fixed amount per passenger and per cancelled segment will be raised
Fixed amount USD50 per passenger per segment.
Back to back ticketing /
The issuance or use of coupons from two or more tickets issued at round trip fares or the combination of two or more round trip fares end to end on the same ticket, for the purpose
Debit will be raised to Booking/Ticketing agent
The higher applicable fare for the travelled itinerary plus Penalty of USD 10 per segment
of circumventing applicable tariff rules, such as advance purchase and minimum stay requirements or low fares.etc.
Coupon Trashing / coupons used out of sequence
Coupon trashing is where Origin Destination through fare ticketing has been done with onward sectors that the passenger does not intend to utilize, with the ticketed journey cheaper than the passengers actual journey. This is a violation and no waivers shall be granted. Example Tickets issued for travel JNB–NBO-ADD with the through fare for JNB – ADD whereas passengers’ actual journey is JNB – NBO. The passenger should be issued with a ticket on correct fare for the intended journey JNB-NBO only.
An ADM penalty of USD 300 per direction per passenger plus fare difference if applicable.
Cross border ticketing
Ticket issuance in such a way it appears that the travel commences in a different country than is actually the case or containing flight segments not intended for use
Debit will be raised to Booking/Ticketing agent
Fare difference between fare purchased and the fare where actual travel commences.
Fare/sales violation
Validation on the compliance of fare and sales conditions on all purchased tickets (e.g. advance purchase, agency applicability, add-on fares, blackout period, booking class, under collection of fare, booking flight condition, Other Airlines (OAL) carrier condition,
Debit will be raised to Booking/Ticketing agent
Fare/tax/ commission difference
, sale date validity, travel date validity/seasonality violation, stop over surcharge, up sell charge for class upgrade, combination condition, min/max stay conditions, under collection of taxes and fees, weekend surcharge, child/infant discounts and all other special discounts, date of birth check, expiry of fare, Pricing Unit Concept (PUC).
Training Tickets From IATA Code 9999999(0-9) And Ticket series XXX-99xxxxxxxx
Non cancellation of Test tickets and use of the same for reissue into an acceptable series that can be used for travel.
staff are advised NOT to reissue any ticket with series number 99xxxxxxxx issued from IATA codes 9999999(0-9) These tickets can be identified after the airline code with series 99 e.g. 706- 99xxxxxxxx, they are training tickets issued on 1G-Travelport live environment and should be reported immediately to RM system support team with copy to Security investigation team
Full ticket cost shall be recovered from the staff who re-issues these tickets
Fare violation for tickets issued with open/request status
Validation on purchased tickets with open/request status where confirmed reservation is required
Debit will be raised to Booking/Ticketing agent
Fare difference to first higher fare where Wait List (WL) is permitted
Refund violation Validation on documents claimed for refund, duplicate refund check.
Incorrect calculation of
Debit will be raised to Booking/Ticketing agent
Fare/tax/ commission difference
refund amount, taxes and fuel Incorrect application of cancellation penalty (e.g. in case of no-show) Incorrect calculation of refunds commission amount
Reissue violation/ uncollected change fee
Validation on reissued documents
Debit will be raised to Booking/Ticketing agent
Fare/tax/ commission difference plus penalty of USD 20
Minimum Connecting Time (MCT) violation
Verification on bookings that undercut required MCT
Debit will be raised to Booking/Ticketing agent
Fixed amount USD200 per passenger
Origin & Destination (O&D) violation( Married segment control)
Verification on bookings that do not follow the O&D logic and other various practices used to manipulate the system to accept bookings made against the married segment logic.
When segments are married, restrictions apply to partial segment cancellation
Debit will be raised to Booking/Ticketing agent
Fare difference between actual Origin /Destination (O&D) pair used for booking and the O&D pair ticketed, plus an ADM fee of USD 200 for economy and USD 400 for business per segment/passenger
Illegal class mix/ Travel audit
A booking made with an illegal combination of classes in order to secure space that is not then ticketed at the correct price.
Validation on flown coupon vs. ticketed coupon (e.g. comparison between RBD on both coupons, flight number/flight date mismatch, ticketed vs. flown routing, collection).
Debit will be raised to Booking/Ticketing agent
Fare difference to first higher fare where mix class is permitted or
Fare difference between flown RBD to ticketed RBD
Incorrect or missing Baggage allowance
Verification on baggage allowance printed on the ticket vs. the actual allowance approved for applicable fares/Point Of Sales (POS)/deal
Debit will be raised to Booking/Ticketing agent
Economy - USD 50per passenger Business class US$ 100 per passenger
code, etc.
Split bookings Any abusive use of split bookings which overrides the ticketing time limit (TTL) generated by the robot to benefit from a more lenient ticket time limit will be liable to a fixed ADM amount per passenger and per KQ flight segment
Debit will be raised to Booking/Ticketing agent
Per passenger per segment
USD 50 for economy
USD100 for Business
Credit Card charge -back
In case Kenya Airways is debited by the credit card acquirer for purchase rejection by passenger, credit card misuse or fraud case on a ticket issued by the agent, Kenya Airways will charge the agent for the cost. The agent is always responsible for checking the validity of the credit card and to ensure that the card holders signature is provided or to secure the eligible website for e-tickets purchase
Debit will be raised to Booking/Ticketing agent
Kenya Airways will charge the agent for the cost
Ticket Not Reported /miscellaneous
In case of discrepancy in the sales information/reporting of agents, an ADM is issued. This can be due to reasons such as an unreported ticket or cases in which flown tickets are missing in BSP/ARC sales reporting.
Debit will be raised to Booking/Ticketing agent
Value of unreported sale.
Definition: Using OW flight sector length; SH- Where flight time is less than 2 hrs; MH-Between 2hrs and